Lion Parcel, an established logistics service provider in Indonesia, has formed a partnership with Salesforce, renowned for its AI CRM, to advance its customer service capabilities through the integration of generative AI. This strategic move aims to enhance the entire customer experience, from acquisition to after-sales support.
Advancing customer interactions through generative AI
In a significant push towards digital transformation, Lion Parcel has adopted generative AI to refine how it engages with its customers. This technology facilitates prompt, tailored interactions, significantly enhancing the customer experience across all touchpoints. The incorporation of generative AI allows Lion Parcel's customer service team to concentrate more effectively on complex issues, thereby improving operational efficiency and effectiveness. Routine queries, such as those about delivery charges and agent locations, are now handled by AI, freeing up human agents for more intricate matters. Moreover, with the support of Salesforce's Sales Cloud, Service Cloud, and Slack, in collaboration with TMS Consulting, Lion Parcel has streamlined coordination and real-time data access across its operations in Indonesia.
Significant improvements in service efficiency
By leveraging Salesforce Service Cloud, Lion Parcel has been able to understand better and segment customer behaviour, leading to enhanced personalisation of services. This strategic application has resulted in a 73% reduction in customer case resolution times. Lion Parcel now manages about 90% of customer interactions through WhatsApp, the platform most frequently used for customer communications. When cases escalate in complexity, the AI system automatically transfers them to the appropriate service agents in Service Cloud for further action.
Boosting internal operations and productivity
Lion Parcel also uses Salesforce Sales Cloud and Slack to optimise internal processes and maintain effective team communication. This integration provides the sales team with a comprehensive overview of each customer, facilitating seamless real-time tracking of customer interactions and data, which supports scalable operations. This capability enables the management team at Lion Parcel to develop more informed strategies that resonate with market needs. Additionally, the use of Slack has optimised internal communications and expedited product development, enhancing overall productivity.
Budi Santoso, Chief Experience Officer at Lion Parcel, stated, “As the logistics company, Lion Parcel strives to provide sustainable service development and innovation for end-to-end customer satisfaction. Using Salesforce and AI solutions, we can effectively analyse and take action on real-time customer data on one platform, and deliver superior customer service and experiences, even as our network rapidly scales across Indonesia.”
